1. EXCHANGE (Excludes Sale items)
Different size? Why not get an exchange?
2. STORE CREDIT
Changed your mind? Ask for store credit.
None of these options suit? Ask for a refund.
THE DETAIL -
All of the products on this site are 100% authentic and we are confident that you will be happy with your purchase. We also hand check all orders before they are dispatched to ensure they are to the highest standard.
If in the unlikely event that you are not completely satisfied with your purchase, please state on your invoice which is included in your delivery that you would like either a size Exchange, Credit or a Refund, and return it to the returns address.
All items returned to us must still be in original packaging ensuring that the labels and tamper tags have not been removed from the garment.
Please Note: when trying on items of designer clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with all labels and tags attached with any enclosed returns/exchange documentation. As a service to our customers, MR & MRS STITCH would like to point out that we cannot take responsibility for items once washed. All types of underwear cannot be exchanged or refunded due to hygiene reasons.
Should you decide not to use our pre-printed returns option, you are responsible for the cost of returning the item(s) to us. Unless asked explicitly to do otherwise, we advise that you send the parcel via Royal Mail Signed For, fully insured to the full value of the goods being sent. Please also make sure that any items being returned are securely packaged. If the goods are damaged in transit due to being inadequately packaged, we will be unable to issue a refund.
After receiving your return we will refund your credit/debit card (excluding original shipping costs) and the amount will be back in your account within 10 working days.
Returns must be received within 14 days of the receipt of the goods to be eligible for a refund, i.e you have 14 days to return an item(s) to us from the day you receive it. Any orders received by us outside this time scale will be returned to the customer or a store credit will be generated if it is with in the extended returns period of 30 calendar days.
Any non sale items ordered from the 1st December will have an extended returns period until 4th January.
Please Note: These guidelines only apply to online purchases only, and not items bought in store. See in-store for details.
To exchange your purchased item for a different size please contact email@example.com directly with your request. If you wish to exchange your item for an alternative style, we suggest that you return the item for a refund and purchase the new item separately. Please note: all types of underwear cannot be exchanged due to hygiene reasons. Size exchanged will only be offered within the same time guidelines as returns. (FREE POSTAL RETURN DOES NOT APPLY TO SALE ITEMS IN THIS CASE)
In the unlikely event where an item is deemed faulty you must notify us by email at firstname.lastname@example.org explaining the problem with the item. It then must be returned to us within 7 working days of notifying us of the fault and unless asked explicitly to do otherwise, we advise that you send the parcel via Royal Mail Signed For, fully insured to the full value of the goods being sent. Faulty returns must be sent back for inspection before a refund will be issued. Refunds will ONLY be given for damaged goods where no replacement product can be supplied. Damage due to normal wear and tear, misuse, alteration to the product, or negligence is not covered under our returns policy and refund will not be given.
Immediate Order Cancellations
Under the United Kingdoms Distance Selling Regulations you have the right to cancel your order for any item purchased from MR & MRS STITCH for a full refund. Order cancellations must be made before it has been dispatched by calling us on 02890310043. Please be aware that we dispatch same day up to 3pm. If you placed your order after 3pm it will be dispatched the following working day up to 3pm. If the order has been dispatched before it is cancelled, you will be charged for any dispatch postage costs.
Please use Email email@example.com to communicate with us regarding all returns, exchange and refund issues as we have robust systems in place to ensure 100% Customer Service Levels. We also have Fully Manned LIVE telephone support (UK 10am-6pm) Monday to Friday. We are here to help!!.
Returning Items In Store
Returns can also be made in-store, whereby customers should bring in their item they wish to return accompanied with a copy of their invoice. A refund will be given following the usual procedure of the amount being credited to the customers account with 10 days.
Size exchanges can also be made in-store, again the customer should bring the item they wish to exchange along with their invoice and a size exchange will be made providing the appropriate size is in stock, if not a refund will be given through the above procedures.
Returns in store can only be made via Rio Brazil, UG40 1 Victoria Square, Belfast
Please Note: ‘Returns in store terms and conditions' are only valid with on-line purchases and does not include items bought in-store – please see in-store for details of these.
Returning Items Outside The 30 Day Returns Period
Any unwanted items returned, that fall outside of the maximum 30 days return period, will not be processed and collection of these items will be required at the customers own cost. Customers will be contacted and given 2 weeks to arrange collection.
Package your return and make sure it is fully enclosed. Take the item/s to your local Post Office and send on a trackable economy service. Make sure you advise the Post Office this is a return. The return cost is your responsibility.
Your parcel must be packaged with our address. Please ensure all duties are paid, as failure to do this will result in import duties being deducted from the amount reimbursed at the customer’s expense.
MR & MRS STITCH.COM
RIO BRAZIL LTD
1 VICTORIA SQ
Tel. +44 (0)2890 310043